I apologize for this novice question, but I am new to call center reporting and new to Cisco Finesse.
My Contact Service Queue Activity Report shows 37 abandoned calls
My Common Skill CSQ Activity Report also shows 37 abandoned calls
My Countact Service Queue Activity by CSQ Report also shows 37 abandoned with 4 dequeued
My Abandoned Call Detail Activity Report shows 13.
Where are the other 20 calls (37-13-4)?
How many calls did we really abandon?
I think those 20 calls could be short calls .
A short call is a call that is either abandoned very quickly or answered and terminated very quickly. By defining what you believe to be a short call, you can filter out from reporting metrics those calls that did not stay in the system long enough to be considered and counted as events.
You can configure the number of seconds for an abandoned short call and the number of seconds for an answered short call.
Reference - Abandoned Calls
Thanks and Regards,
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